Job Description:

University of Kentucky

Equal Employment Opportunity/M/F/disability/protected veteran status.

Posting Details Posting Details

Job Title	Customer Svc Rep/UKHC
Requisition Number	RE45444
Working Title	Customer Relations Specialist
Department Name	H4005:Office of Patient Experience
Work Location	Lexington, KY
Grade Level	08
Salary Range	$19.00-30.09/hour
Type of Position	Staff
Position Time Status	Full-Time
Required Education	BA
Click here for more information about equivalencies:	https://hr.uky.edu/employment/working-uk/equivalencies
Required Related Experience	1 yr
Required License/Registration/Certification	None
Physical Requirements	The physical requirements of this position include: sitting at a computer workstation for extended periods of time with repetitive motions (such as typing); occasionally standing or walking with objects up to 25lbs; and regular traveling/walking through the facilities.
Shift	Monday through Friday, 8:00am – 4:30pm. May include some holidays per departmental needs.
Job Summary	The Customer Relations Specialist will provide prompt, sensitive and professional responses to patients and families regarding their complaint or grievance. This position will also collaborate and serve as a liaison between patients, families, and/or surrogates and UK HealthCare staff and departments; will research and document obstacles to the delivery of service to proactively work on developing solutions.
Skills / Knowledge / Abilities	The ideal candidate will have the ability to manage multiple tasks and/or projects while accurately completing routine functions in a fast paced, high intensity, professional work environment; proficient in Microsoft Office; excellent attention to detail; exceptional planning and organizational skill; effective written and verbal communication skills; ability to solve routine problems and manage resources; demonstrated ability to provide superior customer service, time management, and judgment; and respect for confidentiality and diversity.
Does this position have supervisory responsibilities?	No
Preferred Education/Experience	Bachelor’s degree in a healthcare related field with 3 years of experience preferred.
Deadline to Apply	06/02/2024
University Community of Inclusion	The University of Kentucky is committed to a diverse and inclusive workforce by ensuring all our students, faculty, and staff work in an environment of openness and acceptance. We strive to foster a community where people of all - identities, and perspectives can feel secure and welcome. We also value the well-being of each of our employees and are dedicated to creating a healthy place to work, learn and live. In the interest of maintaining a safe and healthy environment for our students, employees, patients and visitors the University of Kentucky is a Tobacco & Drug Free campus. As an Equal Opportunity Employer, we strongly encourage veterans, individuals with disabilities, women, and all minorities to consider our employment opportunities. Any candidate offered a position may be required to pass pre-employment screenings as mandated by University of Kentucky Human Resources. These screenings may include a national check and/or drug screen.

Posting Specific Questions

Required fields are indicated with an asterisk (*).

1. * How many years of work experience have you had related to customer service?
   • None
   • More than 0, up through 1 year
   • More than 1 year, up through 3 years
   • More than 3 years, up through 6 years
   • More than 6 years
2. * Why are you interested in this position?

   (Open Ended Question)

3. * How many years of years of paid work experience do you have in an acute care hospital?
   • None
   • More than 0, up through 1 year
   • More than 1 year, up through 3 years
   • More than 3 years, up through 5 years
   • More than 5 years
4. * How many years of paid work experience do you have in an ambulatory health care setting?
   • None
   • More than 0, up through 1 year
   • More than 1 year, up through 3 years
   • More than 3 years, up through 5 years
   • More than 5 years
5. * Describe a patient conflict that you helped to resolve. What was the issue and what did you do to resolve it?

   (Open Ended Question)

6. * University of Kentucky HealthCare recognizes a set of values that guide us in our daily interactions. By applying for a position within UK Healthcare, you are indicating your commitment and expressing your agreement to our five values. These values are diversity, innovation, respect, compassion, and teamwork. Please choose one of the UK Healthcare values and give a specific example when you exhibited this quality in your professional experience.

   (Open Ended Question)

7. * University of Kentucky HealthCare seeks to attract, develop and retain highly skilled and competent employees, to provide the best experience for every patient, every time. If selected for a position, do you agree to abide by the UK HealthCare Values of diversity, innovation, respect, compassion, and teamwork?
   • Yes
   • No
8. * Where did you first see this position advertised other than on UK's online employment system?
   • InsideHigherEd.com
   • HigherEdJobs.com
   • Diverseeducation.com (Diverse Issues in Higher Education)
   • Latinosinhighered.com
   • HospitalCareers.com
   • Indeed.com
   • LinkedIn.com
   • Higher Education Recruitment Consortium (hercjobs.org)
   • A Colleague, Friend and/or Family Member
   • Careerbuilder.com
   • UK Job Fair
   • None of the Above

Applicant Documents
Required Documents

1. Resume
2. Cover Letter

Optional Documents

PI241037052

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